Case Ref: 23 009 398 Category: Environment and regulation Sub Category: Antisocial behaviour

• The Council will send a reminder to officers dealing with antisocial behaviour and noise to remind them: a)of the need to follow the Council’s noise procedure when deciding whether to visit the person that has complained; and b)about the need to notify those who have complained about the ASB review process where more than three complaints of antisocial behaviour have been received within six months;
• The Council will send a reminder to officers dealing with complaints of the need to ensure complaint responses cover all the issues raised by the person that has complained.

Case Ref: 23 005 337 Category: Housing Sub Category: Homelessness

• The Council agreed to ensure its new policy for considering review of ongoing suitability of temporary accommodation sets out:the factors the Council will take into account when deciding whether to carry out a suitability review;how the Council will record its consideration of applications for a review of ongoing suitability;that the Council should provide a clear explanation of its decisions to those applying; andany decision should explain how an applicant can challenge the Council’s decision, including through its complaints policy, if they believe the Council has not considered their application properly.
• The Council agreed to review its policy on the protection of belongings for people for whom it has a duty, or a power, to take reasonable steps to protect belongings under the Housing Act 1996 and arrange suitable

Case Ref: 23 004 851 Category: Adult care services Sub Category: Assessment and care plan

• The Council has agreed to:review the complaint handling in this complaint and if applicable produce an action plan to avoid future reoccurrence;
• review the initial delay in the allocation of a social worker and if applicable produce an action plan to avoid future reoccurrence;
• remind staff by way of a staff circular or through team meetings about the completion of assessments and support plans so that they are clear and provide a justification for service decisions;
• remind staff by way of a staff circular or through team meetings about sending copies of assessments to participants.

Case Ref: 23 011 451 Category: Housing Sub Category: Allocations

• The Council will issue written reminders to relevant staff to ensure they are aware of the timescales set out in its complaints policy.

Case Ref: 23 009 455 Category: Housing Sub Category: Homelessness

• Provide the Ombudsman with information about the number of requests for reviews which are currently outstanding and the average waiting time for a decision.
• Provide up an action plan, with targets, to clear any identified backlog of review requests.

Case Ref: 23 008 444 Category: Housing Sub Category: Homelessness

• The Council has agreed to provide relevant staff with a copy of this decision statement.

Case Ref: 23 006 457 Category: Housing Sub Category: Allocations

• The Council will send a reminder to officers dealing with medical assessments to ensure they are aware of the need to explain the reasoning for decisions on medical priority and that any medical evidence should be taken on its simple reading rather than interpreted.

Case Ref: 23 005 902 Category: Education Sub Category: Special educational needs

• The Council will review its policy for checking EHC plan provision. It should ensure it has systems in place to check the provision when a new or substantially changed plan is issued, when there is a new placement, and when concerns are raised.
• The Council will share any new policy issued with staff in the education department.

Case Ref: 23 005 658 Category: Adult care services Sub Category: Assessment and care plan

• The Council will remind relevant staff of the need to respond appropriately to safeguarding concerns raised and to record their actions and decision making, including where the decision is that no further action is required at that time.

Case Ref: 23 005 107 Category: Adult care services Sub Category: Domiciliary care

• The Council will remind the Care Provider who supported a person at home that care workers should keep accurate records of the time spent at care visits and that where they have extra time, they should see if the person would like company or to talk.
• The Council will remind the Care Provider who supported a person at home that care visits should happen as close to the intended time as possible.
• The Council will remind its staff that complaint responses should be clearly identified as such and should set out the person's right to complain to the Ombudsman if they remain dissatisfied.